/ Customer Service

Intercom screen sharing. Yes, you can see the user’s screen from intercom. Get Upscope.io.

Not only can you see the user’s screen from Intercom in one click while chatting, you can also remotely take control and highlight where to go. You can click and scroll for them. You can take your toughest non-tech user and without asking them to download anything, onboard and support them. Do this with Upscope.io which is an officially listed Intercom app.

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Upscope co-browsing is the modern INSTANT screen sharing built for live chat and is a sales and support dream.

Features

  1. View the user’s screen in one click from Intercom to guide users and solve simple frustrating problems without asking the user to download software.
  2. Take control and remotely highlight, scroll and click for the user on their screen as if you’re sitting there with them.
  3. No downloads needed. Automatically integrates with Intercom by pasting 2 lines of code on your own website. That’s it, there are no user or agent downloads needed after that.

Watch how smoothly it works using Intercom.

Who uses it and why?

Upscope is used to effortlessly onboard new users, do walkthroughs of your software and fix problems of even the most difficult non-tech customers.

Users include finance, health, education, SaaS and e-commerce companies.

How simple is it to install?

The Upscope team refer to it as the ‘Beautiful integration’ because it takes 5 minutes. Copy and paste the Upscope code below the Intercom code. Done!

Contact someone at upscope.io right now

The Upscope team uses Intercom and is based London. Message the team directly from the home page.

Price

See the simple pricing here: https://upscope.io/pricing.

Free trial

2 week free trial and if you need longer to evaluate it, let the team know.

How to get started

Go to Upscope.io and ‘start your free trial’.

Testimonial page quotes

From Upscope testimonials page.

“We especially love using the tool to show off our features in walkthroughs”

“The ability to educate a user on unfamiliar functionality using the spotlight tool has been incredibly beneficial in saving time”

“Upscope was easily the biggest quality of life improvement in my support work. Because of it I longer have to rely on my guesswork or my customer’s technical skill”

“So much easier and more time efficient than trying to get them to send us screenshots!”

“Upscope saves our support staff an enormous amount of time. Instead of sending emails back and forth or having confusing phone calls, our team simply logs into Upscope and gets an instant view of what is happening and can give a quick tutorial to the customer.”

Overview and key questions

What is it?

Companies supporting customers using Intercom sometimes need to see the user’s screen. With Upscope, they can click a ‘screenshare’ link in the Intercom system on the right hand side during a conversation and see it. No user install required. Instant screen viewing.

See the comparison chart below on how co-browsing is the new modern form of screen sharing built for live chat.

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Can I ask for the user’s permission before viewing their screen? Yes.

Within your Upscope settings, you can set a pop-up box which asks the user’s permission before viewing their screen. You can of course leave that off for faster support but most companies have it enabled.

Who are Upscope.io?

A London based company that has been running co-browsing for live chat on Intercom since early 2016, based in WeWork, Soho. See more.

How would someone get started with Upscope?

Create an account on https://upscope.io and you can access the installation code. Paste that below your intercom code and start viewing user screens.

Other questions and features

A lot of the information below can be found in the help section.

Screenshots

Upscope automatically takes a screenshot when a user opens the chat box. This gives you an idea of what happened at the exact point they decided to ask you a question in case you don’t respond in time.

Security

Upscope does not store any key user data, there is a full audit log, role based access control, the ability to hide sensitive form values and more. To further keep the system secure there is a 2 step email login, SSL everywhere, nothing ever stored, CTO only access to deployment. The office is located in the middle of London and is equipped with CCTV and 24/7 security personnel.

See the full security page here: https://upscope.io/security

If you have sensitive data you wish to hide from agents then Upscope allows you to hide those fields from viewers.

Adding team members

You can have as many team members on your team as you wish. For the $49 plan you can have up to 3 people viewing screens per month but you can add all your agents and any 3 of them can view it.

Multiple domains and teams

You can add multiple domains to a single account and have multiple teams with separate billing.

Identify users

You are able to identify a user to make it easier for your agents to search by name or email.

Automatically track button clicks

You can follow the list of events a user went through. The javascript API allows click tracking.

Learn more about why co-browsing is growing

Co-browsing as a form of instant screen viewing is leaving old school screen sharing behind. Learn more about how it’s different and why it’s more secure: A guide to co-browsing

Intercom screen sharing. Yes, you can see the user’s screen from intercom. Get Upscope.io.
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